After several long years of planning, the PSN and Jandy Top 50 Service program is finally here. What a journey it’s been!
We began with the idea that service companies deserved some well-earned recognition. After all, it was the service sector that helped the industry weather the Great Recession. And it’s service that continues to grow at a rapid clip, infusing new blood into the industry. It was more than time to honor the companies at the top. And so, after much thought and consideration, we launched the call for entries.
The response was immediate and gratifying. I received so many calls from service company leaders who were thrilled to have this opportunity. “Even if my company doesn’t make the list,” one such owner said, “I’m just glad you’re doing this. There are a lot service companies that do really excellent work.”
No truer words were ever spoken. When it came time to judge the myriad entries, we were incredibly impressed. By all criteria, these companies were reporting outstanding data, whether it was related to revenue figures, community service, web presence, industry involvement or in matters of staffing.
But not everything went exactly as planned. Originally, we required all entrants to participate in a customer satisfaction program with our partner, GuildQuality. They specialize in surveying homeowners on all matters concerning the construction industry. We’ve worked with them on our Top 50 Builders program for the past six or seven years, and knew they had a solid system for scoring customer service. And, since service is what service companies provide, it seemed a necessary component for judging a top company.
What we hadn’t factored in was customer privacy. A few companies called in to say that as much as they’d like to participate, their hands were tied because they guaranteed customer privacy. Although GuildQuality does not sell homeowner information, these company leaders felt they just couldn’t violate their customers’ trust. So, after some thought, we decided to make this part of the program voluntary, as we do with Top 50 Builders. It didn’t seem fair to disqualify companies that promised their customers privacy. But those who had participated in good faith deserved credit, too. So we devised a scoring system that would reward participants based on their GuildQuality marks, and recognize the top five with a customer service award (see page 55). Those who did not participate received a zero for this part of the program.
In the end, we wound up with a list of 50 top service companies that deserve all the kudos for their commitment to excellence. It’s an impressive roster — and I wish them all a hearty congratulations!
I want to thank all the many, many companies that entered the program. While we couldn’t fit everyone on the list, I encourage you to enter again next year and look out for our call for entries through our e-newsletter (you can subscribe here)
Our profound thanks, too, to Zodiac/Jandy for generously sponsoring this new program.